Prod Support Specialist
hace 7 días
Harvard Business Publishing (HBP) is an idea-driven company with a commitment to improving the practice of management. We're a wholly owned subsidiary of Harvard University serving customers across three primary markets: educational institutions, corporations, and individual managers.
**Job Description**:
The Product Support Specialist is responsible for supporting the day-to-day operations of core customer-facing Corporate Learning products. The role also requires representing HBP with expertise as a technical product consultant in a manner that protects the brand and creates customer loyalty to our global customer base and responding to internal and external stakeholder requests in a manner that meets and/or exceeds the expectations of service and defined SLA’s
Key Responsibilities:
- Be an expert in using and explaining our customer facing websites, digital content delivery methods and vast product lines
- Partner with other members of the Digital Center of Excellence on client support, troubleshooting and rollout activities
- Perform Tier 2 troubleshooting work on tickets escalated from HBP’s Customer Service
- Develop and record training documentation and/or process documentation as needed
- Fulfill completion on tickets and task based worked as assigned to the Product Support team
- Accept feedback and criticism in a positive, helpful concerned way, acknowledging your understanding and working out a solution which is both acceptable to our client and within the policies and procedures of HBP
**Requirements**:
- Knowledge and Skills
- Customer focused attitude with ability to explain technical information to non-technical people with compassion
- Ability to adapt quickly to changing priorities and handle multiple tasks simultaneously
- Organizational, analytical, and problem-solving skills
- Detail oriented, decisive, and highly motivated with excellent follow-through
- Proven success working within a team setting and across cultures with clients around the globe
- Outstanding communication skills in English, both written and verbal. Other languages a plus.
- Familiarity with Adobe Acrobat Reader, MS Office (emphasis on Excel), CRM ticketing systems (Zendesk), Salesforce and/or LMS, LXP or additional learning management platforms
- Experience and Education
- 3-5 Years’ experience in any of the related fields; sales, consulting, publishing, educational technology, technical support, product support or client success
- A minimum of a four-year degree from an accredited college
What we offer
As a mission-driven global company, Harvard Business Publishing is committed to fostering a culture of inclusion, trust, and engagement where everyone is welcome, valued, respected, and feels they belong. In addition to a competitive compensation and benefits package, we offer meaningful programs focused on career development and employee wellness, such as education reimbursement and early-release Summer Fridays
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